Roles within ITIL

	diese Seite auf Deutsch

On this page you will find the descriptions of the roles within ITIL Version 2; see also the descriptions of the roles within ITIL Version 3.

Roles are employed in order to define responsibilities. In particular, they are used to assign Process Owners to the various ITIL processes, and to illustrate responsibilities for the single activities within the detailed process descriptions (EPCs).

The definitions found here are meant to be short, summing up the main characteristics of a role. When in-depth information on a role's tasks and responsibilities is required this can, in our view, best be obtained from the EPCs.

Roles within Service Support

1st Level Support

• The responsibility of 1st Level Support is to register and classify received Incidents and to undertake an immediate effort in order to restore a failed IT Service as quickly as possible.
• If no ad-hoc solution can be achieved, 1st Level Support will transfer the Incident to expert Technical Support Groups (2nd Level Support).
• 1st Level Support also processes Service Requests and keeps users informed about their Incidents' status at agreed intervals.

2nd Level Support

• 2nd Level Support takes over Incidents which cannot be solved immediately with the means of 1st Level Support.
• If necessary, it will request external support, e.g. from software or hardware manufacturers.
• The aim is to restore a failed IT Service as quickly as possible.
• If no solution can be found, the 2nd Level Support passes on the Incident to Problem Management.

3rd Level Support

• 3rd Level Support is typically located at hardware or software manufacturers.
• Its services are requested by 2nd Level Support if required for solving an Incident.
• The aim is to restore a failed IT Service as quickly as possible.

Incident Manager

• The Incident Manager is responsible for the effective implementation of the process "Service Desk and Incident Management" and carries out the respective reporting procedure.
• He represents the first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels.

Problem Manager

• The Problem Manager undertakes research for the root-causes of Incidents and thus ensures the enduring elimination of interruptions.
• If possible, he makes temporary solutions (Workarounds) available to Incident Management. He develops final solutions for Known Errors.
• In addition to this he engages in the avoidance of interruptions (Pro-active Problem Management), i.e via a trend-analysis of important services or historical Incidents.

Change Manager

• The Change Manager authorises and documents all changes in the IT Infrastructure and its components (Configuration Items), in order to maintain a minimum amount of interruptive effects upon the running operation.
• The sequence of the individual stages is planned and communicated, in order to recognise any overlappings as early as possible.
• In the case of further-reaching changes, he involves the Change Advisory Board CAB).

Release Manager

• As a central body, the Release Manager is responsible for the implementation of changes to the IT Infrastructure, so that these are carried out effectively, safely, and verifiably.
• His tasks include planning, monitoring and implementation of respective Rollouts or Rollins in co-ordination with Change Management.

Configuration Manager

• The Configuration Manager prepares and makes available the necessary information about the IT Infrastructure and Services, for Service Management.
• To this end he maintains a logical model, containing the components of the IT Infrastructure (CIs) and their associations.
• Changes are documented, and the updated state of the information is regularly checked.
• As far as possible, he automates the update-process of the CMDB.

Roles within Service Delivery

Service Level Manager

• The Service Level Manager has the task of caring for the IT Organisation's Service Catalogue and the exact description of the requirements of quality and quantity of the IT Services.
• Service Level Agreements (SLAs) are agreed upon at the interface with the client.
• The Service Level Manager is responsible for the monitoring of the agreed quality parameters and if necessary introduces counteractive measures.

Availability Manager

• The Availability Manager ensures the sufficient availability of the IT Infrastructure, so that the availability-levels agreed in the SLAs can be adhered to.
• He ensures the regular measurement of availability, and when necessary the undertaking of measures for its improvement.

Capacity Manager

• The Capacity Manager ensures the fulfillment of the business requirements, in that he makes the necessary IT Capacities available (Hardware, Software, Personnel).
• To achieve this he creates forecasts of the future demand, from which planning for the necessary future capacities (the Capacity Plan) can be derived.

IT Service Continuity Manager

• The IT Service Continuity Manager defines and plans all measures and processes for unpredicted events of catastrophe.
• As a basis for suitable precautions, the regular analysis of vulnerabilities, threats and risks is required.

Financial Manager

• The Financial Manager ensures the most economical usage of the IT Financial resources and the invoicing of clients for the provision of IT Services.
• During this a balanced relationship between quality and costs must be achieved by means of the incorporation of client requirements.
• His tasks also comprise the carrying out of the regular budgetary planning and the clearance of approved financial means.

ITIL Bodies

Change Advisory Board (CAB)

• The Change Advisory Board is the responsible body for the approval of important Changes.
• If necessary it is involved by the Change Manager. Its members may vary depending upon the type of Change Requests.

Emergency Committee (EC)

• The Emergency Committee represents the body for the approval of changes in emergencies which, due to their urgency, do not allow an orderly convening of the CAB.
• It is convened by the Change Manager or his representative for emergencies, whereby the constitution is determined by each individual situation.
• In order that the EC is definitely in a position to act in an emergency, rules for availability and temporary replacements must be reached with the members.

Roles outside of IT Service Management

Application Manager

• The Application Manager is responsible for the creation, upgrading and supporting of an application or application-class.
• In the main he is Service Provider for the IT Service Management processes, i.e. he ensures the frictionless operation of the applications and supports application-related project activities.

ITC Infrastructure Manager

• The ITC Infrastructure Manager is responsible for the provision and operation of certain infrastructure components.
• He is mainly Service Provider for the IT Service Management processes, i.e. he ensures the frictionless operation of the Infrastructure and supports project activities pertaining to changes in the infrastructure.

Test and QS Manager

• As an unbiased body, the Test and QS Manager has the task of ensuring the high quality of the result of a process.
• This role is therefore always used when applications or infrastructure components must be subjected to testing.

ITIL Roles on the Customer/ Business Side

Client (Contract Partner)

• In the first instance the Client is the opposite number of the Service Level Manager during the negotiation of Service Level Agreements.
• He is therefore responsible for the fact that the defined Service Levels are sufficient for the fulfillment of business objectives, and that the charges estimated for this purpose are justified from the Business perspective.

User

• The user refers, for example as a user of an application, to the IT Service Organisation, for the purpose of reporting Interruptions or to place Service Requests.
• Typically the Service Desk serves as the single point-of-contact for the user.

Roles and boards according to ITIL Version 3

Link to the descriptions of the roles within ITIL Version 3 (ITIL V3).